SkyHills Casino - Die Gewinne des Spielers wurden eingezogen.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

thank you for your quick reply and for answering my questions.

• Attached you can find a screenshot of the 150% bonus that I used. This was only the second deposit bonus I have ever used at skyhills casino. As you can see, I completed the wagering requirements in full.

• Regarding the games played:

During the bonus wagering, I played the following games:

Clutch Gaming: Gangsta shark, master of coins, king oft he gods, Zeus: Wrath of the Thunder God, Beaver Bonk, Timeless Magic, Wrath of Anubis, Dusty Dollars, Nut Job, FIRE, Club Cabana

BigtimeGaming: Who Wants To Be A Millionaire Megaways, 

Novomatic: Book of Flames Multichance Buy Bonus 

Additionally, I can provide the complete overview of all my bets placed during the bonus wagering period as a PDF file downloaded directly from my player profile if required.

• I usually played each slot in sessions of approximately 30–40 minutes before switching to another game.

• Regarding my betting behavior:

I consistently played with bet sizes between approximately €1 and €2. During a session on a specific slot, I occasionally adjusted the bet size slightly up or down within this range, but never changed it radically or used any irregular betting strategy.

• I have already successfully completed the KYC verification process with skyhills casino in the past, and I also successfully received a withdrawal from skyhills casino back in April without any issues.

For this reason, I am still unable to understand why clause 11.6 is being applied in my case

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue as well? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello Attila,

I have forwarded the emails to you.

Regards

Hallo Attila,

ich habe Ihnen die Emails weitergeleitet.

Mfg

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Hello maskentier,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the update. I'm waiting for your feedback.

Danke für das Update. Ich warte auf Ihre Rückmeldung

Hello maskentier,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will attempt to contact the casino team to see if I can assist you. However, I must inform you that SkyHills Casino has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We want to invite SkyHills Casino to join the conversation.

Dear SkyHills Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear maskentier,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As SkyHills Casino has not engaged or responded within our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Best regards,

Michal

Casino Guru